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FAQ Page

Check out our FAQ below, or reach out to us with your questions.

 

Shipping & Returns

We mainly ship within the province of British Columbia, however we can deliver anywhere within Canada. You may enter your postal code during checkout to confirm shipping costs to your location or contact a member of our team at 604-649-9247 to discuss the delivery options available to you.

Once an order has been placed and confirmed, shipments have an estimated 4-6 business days in transit. Standard Shipping includes a curb side or threshold delivery, described as the "first dry area or garage". Please note that stairs to the front door or first dry area are not included with this delivery service. It will be the customer 's responsibility to bring the flooring inside.

Please note that if you require any custom fabrication (such as custom stair nosing, or moldings) your lead time will be extended by 7-10 business days to allow for the manufacturing process of said items.

By all means. Should you wish to coordinate a pickup of the flooring yourself, please select 'customer pickup' during your check out. Once the order has been processed, you will be contacted with all the information required to complete your pickup including warehouse address and pickup number. Please ensure you have a vehicle capable of handling the weight required to complete the delivery. You will not be able to complete a pickup without a pickup number

There are a number of variables that go into calculating a freight rate including the the product weight, pallet dimensions and of course the distance required to be travelled in order to complete delivery.

When you place an your order with us, your confirmation email will contain the lead time. As soon as your order has been shipped you will also receive a shipment notification email that will contain tracking information with an ETA for delivery. If you have not received these emails to your inbox you may need to check your spam or promotions folder.

Additionally, feel free to contact a member of our team at 604-370-8769 for additional assistance.

Standard Shipping includes a curb side or threshold delivery, described as the "first dry area or garage". Please note that stairs to the front door or first dry area are not included with this delivery service. It will be the customer's responsibility to bring the flooring inside.

In some instances 'White Glove' services are available for an additional fee. White Glove service includes a delivery appointment and delivery inside the home.

To obtain a quote for White Glove service, please contact a member of our team at hello@wordofmouthfloors.com or call us directly at 604-370-8769

We want you to be completely satisfied with your new purchase. If for any reason you are not happy with a product you can email us at hello@wordofmouthfloors.com and our team will provide all of the details for initiating a return.

As soon as the returned product(s) are received back to our warehouse in good condition our team will issue your refund. Please note that the shipment of a return is to be independently arranged and covered by the customer, with products received back to our warehouse within 30 days from the delivery or pick-up date. Just like most return policies we are only able to accept returned items that are in original packaging new condition. This means that any boxes that are opened or damaged in any way cannot be returned. Please note that Standard Shipping and White Glove Shipping charges from the original order are not able to be refunded once these services have been provided by the carrier.

We are only able to issue refunds via the original method used for payment on the order. If the original method of payment is no longer available, we would be happy to issue a store credit equal to the amount of the refund

Custom orders and clearance items are considered 'Final Sale' and not eligible to be returned or refunded.

Refunds can only be issued via the method of the original purchase. If original method of payment is no longer available, we will issue store credit equal to the amount of the refund. It may take up to 5 business days for credit to appear.

Word Of Mouth Floors cannot be held responsible for third party costs. Returns received past 30 days from the date of receipt and/or not received in original condition cannot be refunded. Shipping charges, custom and special order items, non-stock items, or clearance items are non-refundable. Standard Shipping, and White Glove Delivery Service charges are not refundable. We do not accept any returns or exchanges on custom and special order items.

All items marked as Final Sale are non-refundable and cannot be exchanged for other items as they are sold in the condition as is. Final Sale items are exempt from regular store policy and are not covered by Manufacturer Warranty. Strictly no exceptions will be made for Final Sale items.

Payments

If it is money, we will accept it :). For online orders we accept Visa, Mastercard and AMEX. We also accept cash, e-transfers and debit (in store only).

Payment can be declined for a variety of reasons.

The first thing to do is to check that we accept your card type. Next, make sure your card details are correct and your billing address is the one assigned to your card.

If it still isn’t working, we recommend you give your bank a call and let them know you are making a online purchase. This type of issue can usually be attributed to your credit card company not recognizing our company. Once you have spoken with your card provider you can give us a call back or send us an email to authorize us to submit the charge again.

Visit Us

Yes we do! Our showroom is located at 11240 Bridgeport Rd in Richmond, BC and is open Monday to Saturday from 9 am to 5 pm PST
Our showroom is open from Monday to Saturday from 9 am to 5 pm PST

Products

Yes. Samples are available for most of the products that we carry. Samples can be ordered online or picked up in person at our showroom located at 11240 Bridgeport Rd in Richmond, BC. Please note that while the samples are free, you will be responsible for covering the freight associated with delivering the samples to you for any online orders.

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Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and

Lorem Ipsum is simply dummy text of the printing and typesetting industry.